Customer Service Manager

SJV Construction Services Inc dba San Joaquin Valley Homes•Visalia, CA

4d•$90,000 - $110,000•Hybrid

About The Position

A new home is one of the biggest purchases of a lifetime, and what happens after the keys are handed over determines whether a homeowner becomes a lifelong advocate. The Customer Service and Warranty Manager manages that experience, serving as the primary contact for homeowners, coordinating with construction teams, subcontractors, and suppliers to resolve warranty issues, and shaping policies that reduce post-sale issues.

Requirements

Bachelor’s degree in Construction Management, Business Administration, or a related field, or equivalent work experience.
Two years in customer service, warranty, and construction management within residential construction.
Strong knowledge of single-family home construction and common warranty issues.
Excellent communication and interpersonal skills across homeowners, contractors, and internal teams.
Proficiency with customer relationship management (CRM) software and Microsoft Office Suite.
Clear, effective communication and construction knowledge enable accurate diagnosis of warranty issues and effective coordination with subcontractors.

Nice To Haves

Experience with single-family home builders or a similar warranty management role.
Certification in Construction Management or Customer Service Management.
Familiarity with U.S. home building codes, standards, and warranty regulations.
Ability to analyze data and generate reports that improve warranty processes.
Project management experience handling multiple warranty cases simultaneously.

Responsibilities

Serve as the primary contact between homeowners and the construction team, resolving inquiries and warranty claims.
Manage the warranty process end-to-end, scheduling inspections, coordinating repairs, and following up to confirm satisfaction.
Maintain detailed records of warranty requests, repairs, and communications to surface trends and improvement areas.
Partner with internal departments and external vendors to ensure warranty work meets standards and timelines.
Train customer service reps and field staff on warranty policies and homeowner interaction best practices.
Analyze warranty data to recommend construction and service improvements that reduce future claims.
Proactively communicate with homeowners by setting expectations, providing updates, and ensuring a positive ownership experience.

Benefits

Medical, dental, and vision insurance.
Base life insurance is provided at no cost to employees.
Voluntary plans for life, accidental, hospital, long-term disability, and critical illness coverage.
Flexible Spending Accounts: Available for healthcare and dependent care.
401(k) plan with employer match.
PTO accrual program and company holidays.
Gym membership and wellness program.
Opportunities for education, training, and development.
Discounts on new homes and products from preferred suppliers.
Collaborative and supportive team environment.